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MOP Process

Overview

What is MOP?

In Cisco terminology, MOP stands for Method of Procedure. It's a detailed, step - by - step document or set of instructions. It guides engineers and technicians through specific operational tasks like configuration changes, upgrades, or troubleshooting. The MOP ensures tasks are done consistently and safely, minimizing risks and downtime during operations.

When is a MOP needed?

If you want to carry out BTS/Prod changes, you must create a ticket first, e.g., CHG0715946. Normally, you can directly create a ticket in CDP. However, sometimes you can't create a ticket in CDP, for example, when you encounter an invalid template issue. Then, you need a MOP to create a ticket and might even use the MOP process to fix the CDP ticket - creating issue with STDCHG.

How to Create a MOP

Create

Click the "New" button here and complete the page form.

You can search and refer to an existing MOP. For example, search "MCT" and find MOP0019911.1. Clicking the "copy to new" button and making some changes for the new MOP may save you time.

Key Points of MOP Form Items

Provide detailed information for the following items:

  • Implementation plan
  • Post Verification
  • Backout plan

The main reason for rejection is the lack of detailed steps. For example: 

Your Change Request: CHG0709582 has been rejected by Abhijeet More from Change Managers group due to MOP Issues.

Rejection reason:
Partial rejected by Abhijeet More and reason is MOP needs to have more detailed steps for Implementation and Backout Plan . Currently its high level.

Need to have all steps mentioned.

Get Approved

Prepare:

  • State: Change this state to “Pending For Peer Review”
  • Peer review: Choose your desired approver (normally, anyone from your team is okay)

Then send this MOP to the target approver.

How to Create a CHG Ticket Based on an Approved MOP

You need to get approved by an INC team member before you can start the change operation with the CHG ticket.

Create

Click the "Create Normal Change" link here and complete the page form.

You can refer to an existing CHG like CHG0709617. Clicking the "copy change" button and making some changes for the new CHG may save you time.

Key Points of CHG Form Items

MOP: The MOP must be approved (any team member can approve it).

Schedule: You can only schedule a change two working days later.

Data center: Don't describe both BTS and Prod in one CHG.

State: Remember to manually close it during the change window; otherwise, it's a failed change.

How to Create a STDCHG Based on Two Successfully Closed CHGs

When your STDCHG is approved and successfully closed, you can directly create a CHG ticket in CDP with the STDCHG template.

Click the "New" button here and complete the page form.

You can refer to an existing STDCHG like STDCHG0002354.

Key Points of STDCHG Form Items

Sample Change Requests: Fill in at least two successfully closed CHGs.

Change Request values: You need a generic MOP, which is just a summary version of the attached CHG items. For example, a generic "the Implementation plan" description of CHGs.

State: It may need to be closed with the approval of two approvers, e.g., Abhijeet More (INC team member), Canny Hua (director).

Privacy/Security: Reboot/Restart only? should better be No, Then, fill in the remaining items according to the actual situation.

Difficulties That Might Be Encountered

You can record the rejection reason and modifications in an Excel file for later escalation.

  • Your approval request will only be processed right before the change window. Sometimes, the request becomes invalid because no one processes it after the change window.
  • Your approval request may not be approved on the first attempt.
  • The criteria are somewhat subjective. For example, different INC team approvers have varying requirements.
  • Some requirements may be overly strict. For instance, they may keep asking for more detailed steps even when it's already detailed.

Ways to Increase the Likelihood of Approval from the INC Team

You may try to create a typical small change to get the STDCHG approved, and then create tickets in CDP.

  • Communicate with the approver on the change approvers list (e.g., Abhijeet More).
  • Attend the CAB meeting. (Ask Selly to add you to the CAB meeting.) Communicate during the review of the target change ticket.
  • Pay attention to the WebEx_ServiceNow Webex Teams bot for the rejection reason and make improvements timely.
  • Create a typical small change to get the STDCHG approved, then create tickets in CDP.